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Good evening

I have identified myself in over 100 casinos with the same documents that are spotless. They do not accept any identification other than my ID so that I can withdraw my money. I have uploaded over 15 photos that show everything clearly in what they have asked me for and they keep rejecting them. Please find a solution for me.

Καλησπερα

Εχω κανει ταυτοποιηση σε πανω απο 100 καζινο με τα ιδια εγγραφα που ειναι πεντακαθαρα . Δεν μου δεχονται με τιποτα τη ταυτοποιηση περα απο τη ταυτοτητα μου ωστε να προβω σε αναληψη των χρηματων μου . Εχω ανεβασει πανω απο 15 φωτο που τα δειχνουν ολα καθαρα σε οτι μου εχουν ζητησει και μου τις απορριπτουν συνεχως . Βρειτε μου λυση παρακαλω

Dear nickauris,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with VulkanSpiele Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you been told what is the reason for rejection of your ID?
• Have you tried to submit other documents (passport, driver's license...)?
• Could you please provide the exact date of your initial verification request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good evening, this all started the day before yesterday when I said I would verify my account.

The photos are crystal clear and I can send them to you so you can see what photos I send for proof of residence proof of prepaid card through my e-banking. As well as a selfie showing me holding my cards, I can send them to you if you want to blur them.

καλησπερα απο προχθες ξεκινησε ολο αυτο απο τοτε που ειπα να κανω επαληθευση του λογαριασμου μου

οι φωτο ειναι πεντακαθαρες και μπορω να σας τις στειλω και σε εσας ωστε να δειτε τι φωτογραφιες τους στελνω για αποδεικτικο κατοικιας αποδεικτικο prepaid καρτας μεσα απο το e banking μου . καθως και μια σελφι που να με δειχνει εμενα κρατωντας των καρτα μου , μπορω να σας τα στειλω αν ειναι να τις θολωσετε

Okay, they finally identified it for me, I'm waiting for my withdrawals, which they suggested to me that it would be better to divide them into 200 euros each in unlimited amounts,

ενταξει τελικα μου το ταυτοποιησανε , περιμενω τις αναληψεις μου που μου προτεινανε οτι καλυτερα να τις μοιρασω σε 200 ευρω την καθε μια σε απεριοριστες ,

Dear nickauris,

Thank you for your message and for the update provided.

However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by a high volume of withdrawal requests or payment providers issues. That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 12 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

Okay, they divided the amount of 3500 euros into 200 euros every day, I don't mind at all, they pay me regularly from what I see, every day 200 euros are added to my account, if I have any issues I will update them for now, they seem to guarantee the casino and I thank them.

Ενταξει μου μοιρασαν το ποσο 3500ευρω σε 200 ευρω καθε μερα , δεν με πειραζει καθολου , με πληρωνουν κανονικα απο οτι βλεπω , καθε μερα μπαινουν στο λογαριασμο μου 200 ευρω , αν θα εχω καποιο θεμα θα ενημερωσω προς το παρον φαινονται εγγυηση το καζινο και τους ευχαριστω

Dear nickauris,

Thank you for your message.

Is there any new development?

Are you receiving your funds as casino promised, please?

Good evening, so far everything is fine, they pay a daily withdrawal of 200 euros, I am happy, I am waiting for another 2600 euros, if I have any issues I will inform you.

καλησπερα προς το παρον ολα ειναι μια χαρα , πληρωνουν καθημερινα μια αναληψη των 200 ευρω , ειμαι ευχαριστημενος , περιμενω αλλα 2600 ευρω , αν εχω καποιο θεμα θα σας ενημερωσω

Dear nickauris,

Thank you for your message.

This complaint will remain open until confirmation of receipt of the outstanding balance. Kindly keep us updated.

Katarina

Dear nickauris,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

Dear nickjoey,

Thank you for your email in which you confirmed: "I have received the money properly. The verification took quite a while, but I was justified."

Based on your confirmation, we will now mark this complaint as resolved.

We truly appreciate your cooperation throughout the process and your update once the issue was settled.

If you encounter any difficulties in the future, please don’t hesitate to reach out to us again — we’ll be happy to assist.

Thank you once again.

Best regards,

Petronela

Casino.Guru